Política de reembolso
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at ovqenofficial@proton.me. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at ovqenofficial@proton.me.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ovqenofficial@proton.me.
At OVQEN, every order is handled with care. We want you to feel confident before purchasing and supported after your order arrives. Please read our return and refund policy carefully before placing your order.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, contact us at:
If your return request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us with any return questions at ovqenofficial@proton.me.
Order Cancellations
Orders can only be cancelled within 1 hour of purchase or before the order enters production, whichever comes first. Once an order has entered production, it cannot be cancelled, changed, or modified. To request a cancellation, email us immediately at ovqenofficial@proton.me with your order number.
Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or you receive the wrong item, contact us immediately so we can review the issue and make it right.
To help us resolve the issue quickly, please include:
- Your order number
- Clear photos of the issue
- A short description of the problem
If approved, we may offer a replacement, refund, or another suitable solution depending on the situation.
Sizing
We provide size guides on our product pages to help you choose the right fit. Please review the size guide carefully before ordering. OVQEN pieces are designed with specific fits, including relaxed, oversized, and heavyweight silhouettes. If you order the wrong size, contact us and we will do our best to help. However, returns or exchanges for sizing issues are not guaranteed and may depend on the condition of the item and the nature of the order.
Non-Returnable Items
Certain items cannot be returned, including:
- Items that have been worn, washed, damaged, or used
- Items without original packaging or tags
- Custom or made-to-order products where applicable
- Sale items
- Gift cards
Please contact us if you have questions about a specific item before placing your order.
Change of Mind
We encourage all customers to review their order carefully before completing checkout. If you change your mind after placing an order, contact us as soon as possible. If the order has not yet entered production or shipping, we may be able to help. Once an order is in production or has shipped, we may not be able to cancel, refund, or exchange it for change of mind.
Exchanges
The fastest way to get the item you want is to return the item you have, once your return is accepted, and then place a separate order for the new item. Exchanges are only available where approved and depend on product condition, availability, and order status.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you may have the right to cancel or return your order within 14 days of receiving it, without giving a reason. To be eligible, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase. To request a return under this right, contact us at ovqenofficial@proton.me with your order number and a clear statement that you would like to withdraw from your purchase.
Order Not Received
If your order has not arrived within the estimated delivery window, contact us at ovqenofficial@proton.me and we will investigate the issue. We will work to locate your shipment and, depending on the outcome, may offer a replacement, refund, or another suitable solution. Please note that we are not responsible for delays caused by customs, postal services, carrier disruptions, incorrect shipping details, or circumstances outside our control. However, we will always do our best to help resolve the situation.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please remember that your bank or payment provider may take additional time to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at:
Contact Us
For return requests, order issues, or questions, contact us at:
We aim to respond to all emails within 1–2 business days.